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Call 11 for Action: Cable company takes 5 months to send couple refund

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(Toledo News Now) -

We've all been there: The gas company, the bank, your cell carrier. You're calling about a problem and you spend more time than you'd like to looking for a solution.

One Whitehouse couple came to Toledo News Now and Call 11 for Action at the end of their rope, after getting the runaround from their cable company.

"This money - I needed it, I needed it back," Janet Rachow said.

Janet and her husband Paul say Time Warner Cable owed them $189.65. That amount was not in contention. What was was why they have been sending statements since March instead of a check.

"Things were not working right. The Internet was not working right. So we called AT&T for the phone and Internet and called Direct for the TV," the Rachows said.

They took all their Time Warner equipment back to the office in Bowling Green. They were supposed to get a refund from Time Warner months ago, but no check ever came.

"So I wait and wait and wait," Janet explained. "In April, we get another $189.65 credit. And I called them and they said they'd take care of it. Well then in May, I get another 189.65 credit."

She called again.

"This guy said, 'I see you've been having a lot of problems. I will expedite it. You should have it very shortly,'" Janet said. "Well, then comes June and here's another statement."

Toledo News Now met the Rachows in July as Janet was making her usual call to inquire about her money. After a long hold, the representative said some codes were not removed that meant the account was not properly disconnected. Janet was transferred into customer solutions, which didn't get her far. The call was disconnected.

With Janet's frustrations boiling over, our Emilie Voss stepped in.

Her first attempt didn't go so well. The representative immediately placed her on hold - a seven-minute hold that ended with a dial tone.

When Emilie finally got through to customer solutions, a representative Scott was able to properly close the account.

"It looks like the account hasn't been closed yet," Scott explained.

"I don't understand why, she's been calling since February," Emilie replied. "And people keep telling her the check will be coming. She's even been given dates that the check would be here by. And nothing's shown up in the mail."

"I do apologize for that," Scott said. "I'm just looking into the notes seeing what may have happened, and it looks like the account hasn't been closed all the way."

After over an hour on the phone with customer solutions and billing, Emilie hung up cautiously optimistic that a check would be on its way.

Three weeks later, the Rachows went to their P.O. Box and found the refund check.

After almost five months, a dozen calls, and countless trips to the post office, the Rachows finally have their money back. In this case, persistence eventually paid off.

Toledo News Now also talked with Dick Eppstein from the Better Business Bureau about what you can do if you find yourself in a similar situation. He says make sure you document your conversations. Know who you are talking to and let them know you are documenting it. Then you have a record of your attempts. Also try to remain professional and firm, but polite. 

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